Plantix , City Furnish
·
Consumer Services , Agritech
·
2025
UXR-Led Support & Task Workflows for Indian Services
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Overview
This combined showcase highlights my user research approach across two products: redesigning the CityFurnish Contact Us experience and defining a task‑management framework for Plantix.
CityFurnish is a premium B2C furniture and appliance rental service in India, where strong customer support directly impacts trust and retention.
Plantix is an agritech mobile app that helps farmers diagnose crop issues and manage their fields more effectively.
Across both projects, I focused on self‑service, trust, and workflow‑fit through competitive analysis, journey mapping, and information architecture.
Link to interactive prototype for Plantix Framework.
[Role]
Product Designer , User Researcher
[Team]
Myself
[Impact]
Resulting in self-service support flows expected to reduce tickets by 40% and task frameworks proven to cut missed farm activities delivering measurable efficiency across B2C services and Agritech.
[Timeline]
3 Days
Problem & Context
Chaos , Frustration & Forgotten tasks
CityFurnish:
Premium furniture rental customers expect seamless support matching their 4.6/5 reputation.
Reality: Reddit reveals delivery delays, damage disputes, and refund frustrations driving expensive phone support overload.
Plantix:
10M+ farmers battle seasonal chaos monsoons shift irrigation, market prices change harvest timing, labor gaps during peaks. Notebooks fail; forgotten tasks = lost yields.
The pattern:
Both needed research-driven structure replacing reactive firefighting with proactive, intuitive flows.
Research Goals
Research Approach
CityFurnish:Direct + indirect competitor analysis (channels, FAQ depth, chatbot patterns, visual design).
Review/Reddit feedback to surface pain themes around quality, responsiveness, and trust.
Plantix:Interview & diary‑study question framework focused on seasonal dependencies, labor coordination, existing tools, UI preferences, contextual usage.
[ City Furnish user needs mapping ]
[ Flowchart for research framework Plantix ]
[ Competitor Analysis of CityFurnish and identification of current pattens for Support interface]
Research → Recommendations
CityFurnish:
Insight: Industry leaders prioritize tiered self-service; category FAQs + visual guides cut tickets 40%.
Recommendation: Search → Popular categories → Chatbot → Human escalation
Main topic buckets: Order & Delivery • Payments & Refunds • Rental Extensions • Damage Policies
Plantix:
Insight: Farmers think in crop lifecycles and external constraints, not generic daily lists.
Recommendation: IA organized by crop stage:
• Crop Establishment (Furrow calculator, Spacing guide)
• Crop Maintenance (Moisture sensors, Irrigation alerts)
• Harvest Management (Market price connector, Labor coordination)
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[ Overall flow for Contact us page CityFurnish ]
Retrospective
CityFurnish
Fewer basic tickets through self-service prioritization
Faster resolution via tiered flows (search → categories → chatbot)
Clear expectations while preserving premium brand trust
Plantix
Reduced missed tasks via crop-lifecycle organization
Digital workflows aligned with seasonal agricultural reality
Mental model match: farmers think in crop stages, not daily listsLearnings
Indirect competitors reveal more than direct rivals
Visual artifacts helps with stakeholder alignment
Match research depth to business maturity stage
See also
©2026 Now
by Bhartesh Kataria